Description
Position Summary
The Case Manager Supervisor provides direct supervision, coaching, and oversight to assigned Case Managers delivering Home and Community-Based Services (HCBS) waiver case management. This role is responsible for ensuring high-quality, person-centered service delivery; compliance with the 1915(c) Waiver Service Definition; and adherence to all FSSA/DDRS/BDS policies, guidelines, and contractual requirements.
The Case Manager Supervisor is the primary operational role responsible for monitoring Case Manager performance, documentation quality, caseload balance, and service integrity — while supporting Case Managers through training, mentoring, and real-time consultation.
The Case Manager Supervisor role is best described as hybrid. While much of your work — including documentation, virtual meetings, and care planning — is completed from a home office, the role also requires regular in-person engagement.
Case Manager Supervisors are expected to travel to participants’ homes to conduct assessments, provide care coordination, and build meaningful relationships. Participation in community meetings, provider coordination, and other in-person activities will also be required.
Essential Duties & Responsibilities
Supervision, Coaching & Workforce Support
- Provide monitoring, coaching, mentoring, and on-the-job training to assigned Case Managers.
- Meet with each assigned Case Manager at least monthly to review caseloads, performance, compliance, and professional development needs.
- Support the transition of Case Managers from formal training into independent fieldwork.
- Conduct routine shadowing of Case Managers, including home visits, to reinforce best practices and provide real-time feedback.
- Serve as the primary point of consultation for complex, high-risk, or time-sensitive cases.
Caseload Oversight & Complexity Management
- Assign and monitor Case Manager caseloads in accordance with State requirements and organizational staffing models.
- Balance caseloads based on number of assigned individuals, case complexity and acuity, waiver type and service intensity, and geographic distribution.
- Adjust assignments proactively as individual needs or staffing levels change to ensure manageable workloads and service quality.
- Provide interim coverage during Case Manager absences, leaves, or transitions as required.
Documentation, Quality & Compliance Oversight
- Review Case Manager documentation for timeliness, accuracy, and compliance with waiver requirements.
- Monitor completion of assessments, PCISPs, monitoring contacts, incident reports, and complaint follow-ups.
- Identify documentation or practice deficiencies and implement corrective coaching, training, or remediation plans.
- Participate in quality assurance activities, audits, and corrective action processes in coordination with Compliance and Quality staff.
Incident, Complaint & Risk Management
- Support Case Managers in responding to incidents, critical events, and complaints in accordance with State timelines and requirements.
- Review incident reports and follow-up documentation for completeness and appropriateness.
- Escalate high-risk situations to the Regional Director or State leadership as required.
- Ensure continuity of care and service oversight during emergencies or unplanned events.
After-Hours Coverage & Escalation
- Support the organization’s 24-hour coverage model by participating in an on-call and escalation structure to ensure continuity of services outside of standard business hours.
- Provide supervisory consultation and decision support for critical incidents, emergency service coordination, hospital discharges, and risks to health or safety.
- Ensure after-hours activities are appropriately documented, escalated, and communicated to leadership, with follow-up actions completed the next business day.
- Reinforce staff compliance with after-hours procedures and support workforce readiness to meet coverage expectations.
Training & Professional Development
- Reinforce required training, certification, and competency standards for Case Managers.
- Support implementation of updated State guidance, policy changes, and training curriculum revisions.
- Identify training needs through performance trends, audits, and supervision discussions.
- Partner with training and leadership teams to ensure consistent application of updated standards.
Geographic Alignment & Local Presence
- Supervise Case Managers within defined geographic service areas to support local knowledge and in-person accessibility.
- Maintain familiarity with community resources, provider networks, and service systems within assigned regions.
- Ensure supervisory assignments align with State geographic access requirements and proximity standards.
Requirements
Minimum Qualifications & Experience
- Must meet all education and experience requirements applicable to Case Manager Supervisors under the 1915(c) Waiver Service Definition and FSSA/DDRS/BDS standards.
- Demonstrated experience providing supervision, coaching, or leadership in HCBS, Medicaid waiver programs, or human services.
- Strong working knowledge of HCBS waiver programs and service definitions, person-centered planning and PCISP processes, and documentation, monitoring, and incident reporting requirements.
- Ability to support and evaluate staff performance while maintaining conflict-free case management standards.
Other Duties & Compliance
- Comply with all applicable federal and State laws, regulations, and HCBS waiver requirements.
- Participate in leadership meetings, training, audits, and quality improvement initiatives.
- Cooperate fully with State monitoring, reviews, and investigations.
- Perform other duties as assigned, consistent with the Scope of Work and conflict-free case management requirements.
Summary
About Humaniti Care Services
Humaniti Care Services is a statewide care coordination and case management organization dedicated to helping individuals of all ages live safely, independently, and with dignity in their communities. Formed through a strategic partnership between CoAction and CICOA Aging & In-Home Solutions, Humaniti Care Services blends decades of expertise in community action, aging services, housing stability, and human services systems.
Grounded in person-centered practice and conflict-free care management, Humaniti Care Services partners with individuals, families, providers, and the State of Indiana to navigate complex systems, strengthen natural supports, and connect people to the services and resources that best align with their goals, values, and needs.